Casino Venetian - Player’s struggling to withdraw her winnings.

Hi, i won £150 and after a week after i withdrawed i contacted through the website asking why it hasn't been processed. I got an in my oppion an unperfession email saying sorry the minimum amount to withdraw is €200 even though there policy states its €50 and it only lets you withdraw €50 at a time. I got some more money in my account so i had €200 i withdrew 4 x €50 this was on the 15 may. After around a week i tried to email these just get sent back stating there server wont accept them, ive got in touch through there website no reply. After waiting hours on there live chat i got through to some one and they said the only way they can process this is with them there and then, then he just disappeared in the chat. I emailed them messaged the. and there live chat never seems to have anyone on there.

Dear Chelsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that limits for deposits and withdrawals are not managed by the casino exclusively. The payment providers may impose limits for the transactions. Could you please specify which payment method you have chosen? Furthermore, could you advise if you have completed KYC account verification successfully? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Chelsey,

Have you received any confirmation regarding a successful account verification? How many days ago you have sent all the required documents? Thank you.

Hi, i think i did this through the website because i checked my sent emails and there's nothing there. I first sent them naybe 10-12 weeks ago to verify my account, because i wasnt allowed to withdraw before it was verified but on that occasion o did cancel it and play through it. Also the casino recenty changed its deposit method and i had to verify my account again before i could deposit anything else it the account. That was roughly 8 weeks ago so they have had my documents twice.

Thank you very much Chelsey for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Chelsey,

I looked at your complaint and will do my best to help you. I would like to invite Casino Venetian into this conversation. Can you specify where is the problem with Chelsey’s withdrawal, please?

I think they got your response my account is now locked. Absolute joke.

Hello.

player are not eligible for withdrawal, since the player have made :

deposit at the 07/05/2020

and Bonus has been credited to the player account on the 08/05/2020 so winnings has been made following the bonus and not to the deposit. and any way, player have cancel withdrawal and have played the funds, so actually no money in the account.

here is all the proof:

That is not my account firstly, secondly thats not the date of my withdrawal and i havent played through my money or got any bonus. The images arent full images why cant it be the full page? if i sent documents like that you wouldnt accept them. Why have you have now locked my account and where is my money?

Dear Casino Venetian,

Unfortunatelly, the evidence you've sent is related to another complaint. Could you please provide some evidence related to Chelsey's case?

Thats still not the date of my withdrawall and it says nothing about withdrawals. I still don't understand what you are trying to say i can't withdraw because you gave me a bonus that i have played through, it even tell you in your account if its real money or bonus money. I do have €0.03 in my account after i withdrew.Why have you locked my account?

Your account was locked cause you have made duplicate account.

No i havent! Your making that up so you can get out of paying me! You would have stated that in the first place.As your policy states if i had made duplicate accounts my money would have been forteited and i would have nothing in my account but in your previous evidence i have €0.03 which shows your incorrect. My account was only locked when i made the complaint.

May I request player’s "cashier history" or any other relevant evidence that the player holds a duplicate account in Casino Venetian? We need more evidence to help us decide in this case. Thank you for your understanding.

Thats not me and thats not proper proof its to row off a spread sheet. Everything you submit us terribly evidence, eveytime you caught out its a different excuse. Do you want to show evidence when both accounts were created?

Thank you both for the update.

May I ask Casino Venetian for more detailed evidence, including especially IP address and date of opening those both accounts? Thank you in advance for your reply and cooperation.

How is that proof? Its laughable a child could of made that in 5 mins. When are my deposit transactions? What is my payment method for both accounts? Why on several complaints on casino guru have the same issue your refuse withdrawal, the suddenly there accounts are locked and make out players have duplicate account so you can get away with it?

Hello.

All the info is here, the deposit history and the method of deposit is in different section, and has nothings to do with your duplicate account.

on the screenshot we see clearly that you have duplicate account, and same IP . this is clear evidence of dup account.

Thank you .

I am very sorry Chelsey, but based on supporting evidence from the casino, we have limited options here. I am afraid we will be forced to reject this complaint. I hope you understand.

If you are not satisfied with our decision you always can contact Curacao licence authority. You are free to use this complaint as a reference. They could be able to make further investigation. Their contact email is here complaints@curacao-egaming.com. Just let me know if you need any more help.

Unfortunately, based on the evidence from the casino we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.